I'm definitely biased, but I'd also highly recommend Pivotal Tracker. It's not aimed at IT, but I've used it for both IT and dev work, and it can handle both. The question any sort of project management software needs to be able to answer is "what should I be doing right now?" and tracker is designed around that philosophy. Try it for a week or two and it will become second nature. It's free as in beer and has an api with full export capabilities, so there's no lock in.